Comdial Quick Q Acd Administrators Guide

Overflow Group
The overflow group is a secondary group of Agents to whom the system will direct calls after the
overflow threshold time-out occurs (default is 3 minutes, 30 seconds). The overflow group allows agents
in more than one group to handle calls. By handling calls from other groups, Agents increase the overall
call handling efficiency of the system. The system allows 4 overflow groups for each group. The overflow
groups are set by the System Manager.
Note: Overflow level 4 can be set to a...

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Using the Mouse and Keyboard
You can use theQuickQsystem with either the mouse-pointing device or the standard keyboard. Employ
the method with which you feel most comfortable.
If you are unsure how to navigate theQuickQmenus and enter data or select items, refer to Appendix A
for a description of theQuickQgraphical windowing environment, and details for using the mouse and
keyboard.
If you are confident that you can use these techniques adequately, go on toQuickQprogramming.
GCA70–336 QuickQ System...

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Programming QuickQ
You can program theQuickQfeatures by any of the following parameters:
·System,
·Group,
·Sub-group,
·Agent.
You must programQuickQfrom the system console using the windowing graphic environment with
either the mouse or the keyboard. If you are not familiar with using a mouse or the keyboard in a
windowing graphic environment, refer to Appendix A.
Understanding System Startup
At initial installation, the installer performs system startup and programs the DXP or DXPPlusdigital...

Preparing System Layout / Worksheets
Prepare the system manager’s programming worksheet before you actually begin configuring the system
at the console, and use this worksheet as a reference to assist you in entering the information required.
There is an example worksheet in Appendix B.
Programming The System Level Configuration
Performing Initial Sign In
Use the following steps to gain access to the system.
1. Press
Escto close the QuickQ Status window (Figure 3-1).
2. On the main system window, select...

3. The System Access window appears, and theID#box will display 100. You can type without
having to first clear this value (Figure 3-3).
4. The System Manager ID# and the password both default to 900. Type
900at the ID# box and press
Enter. The highlight moves to the Password box. Type900again and pressEnter.
5. The Supervisor/Manager Sign In window appears. Select theManagerline (Figure 3-4). Press
Enterusing the keyboard.Figure 3-3 ID and Password
Figure 3-4. Supervisor Sign In Window
QQ51
QQ52A...

6. The screen display changes to show the Manager window, and the menu bar will now display a series
of five options:
·Sign-out
·System-Setup
·Group-Programming
·System-Backup
·Management Info
You are now signed in to theQuickQsystem. For security reasons you may wish to change your ID# and
password at this time.
After ten minutes of inactivity, the screen saver will turn on with a moving COMDIAL logo and the clock
update on the screen disappears. Moving the mouse or pressing a key disables the screen...

Setting Up The System
Setting the Company Name
1. SelectSystem Setupfrom the menu bar. This will display a menu containing seven options:
·Company Name
·ID/Password
·Time/Date
·Intergroup Overflow
·Announcement
·Account Code
·Stat-Bin
·Wallboard
2. Select theCompany Nameoption. The Company Name window appears. Type in the desired
company name.
3. To save the change, click onSave-To-Disk, or hold down the
Altkey and theSkey at the same
time.
4. The Save Company Name window appears. SelectingYesor...

3. The Edit ID and Password window appears as shown in Figure 3-6.
NOTE: Group 00 refers to the Manager’s Password/ID. This does not refer to one of the call
processing groups. For Groups 01 - 16, enter the name of each department that will be
processing ACD calls.
4. If you wish to change the name, type in the new name at the highlight. To move to the Supervisor
box, press the
Tabkey or click on the box with the mouse.
5. If you wish to change the name of the Supervisor, type in the new name. To move to...